Roadside Assistance-After Services
Agents must be extremely focused on providing the BEST customer experience. They will pick up the case AFTER the initial emergency call has been made by the customer.
Real-time case management and accountability from start to finish are critical during this process. Agents will oversee the successful completion of each failed dispatch. They will do so by:
• Providing support to customers, service providers, and partners through outbound calls.
• Negotiating agreeable service rates for services rendered
• Helping to guarantee a smooth and empathetic customer experience.
• Gathering & verifying all information with the Customer.
• Overseeing all aspects of a roadside service request case by reviewing all case details & responding to messages in a timely and effective manner. Including but not limited to:
• Reviewing case notes for relevant information
• Resolving alerts as directed by the system
• Making note of all actions taken as well as required future actions
• Releasing the case once completed
• Negotiating agreeable service rates for services rendered
• Helping to guarantee a smooth and empathetic customer experience.
• Gathering & verifying all information with the Customer.
Equipment Requirements:
• Dual Monitors highly recommended
• i5 CPU - minimum (i7 CPU recommended)
• 8 GB of RAM - minimum (16GB recommended)
• 128GB SSD
• Windows 10 Pro 64-bit
ASD is an additional operating system on a computer which provides a secure and streamlined environment. It does not interact with an existing windows operating system. It is launched from a USB flash drive and does not install on a computer. Once the ASD is removed, no trace of it is left on the PC.
• Agents will need to provide or purchase their own flash drive to download the ASD onto, and instructions will be emailed to the enrolled agent on how to download the ASD software to that flash drive.
• Upon enrollment in a certification course for a client program, make sure to keep an eye out for an email with instructions on how to create the ASD.
Amazon SanDisk Ultra CZ48 32GB USB 3.0 Flash Drive $8.99
Best Buy PNY - Elite Turbo Attache 4 32GB USB 3.0 $12.99
Walgreens Infinitive USB Flash Drive 16GB $16.99